AccountId: 011433970860
ContactId: b4b23a59-8f5c-48e2-b170-0ee8063423a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253399 ms
Total Talk Time (AGENT): 69357 ms
Total Talk Time (CUSTOMER): 53476 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b4b23a59-8f5c-48e2-b170-0ee8063423a5_20250604T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yes, I had put in a claim in yesterday and I was just trying to make sure y'all got my paperwork.
[AGENT][NEUTRAL] OK, I can verify claim information for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, I know my social. I don't know the policy number, um, [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And Ms. [PII], which policy was it for?
[CUSTOMER][NEUTRAL] My accident.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Um, [PII] [PII], [PII] or [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and when did you, you say you had submitted your claim yesterday?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, I don't show any claim information being received yet. Uh, how did you submit that claim?
[CUSTOMER][NEUTRAL] I fax it.
[AGENT][NEUTRAL] OK, give me one moment and check our fax.
[AGENT][NEUTRAL] Do you know around what time the fax was sent?
[CUSTOMER][NEUTRAL] Um, maybe like [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I can look on my receipt and get this.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] You said around [PII].
[CUSTOMER][NEUTRAL] At [PII], exact time was [PII]
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] That's my receipt.
[AGENT][POSITIVE] OK, uh, yes ma'am. I do show we received your claim and it'll be placed in line for processing.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that was it. I just wanna make sure I have the paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK